CRM Sucess Stories

8/19/2019 CRM Sucess Stories

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© 2003 Qualté, Inc. www.Qualte.com 4

Switching to Paid Service Model Creates Challenges;

INTERNET.COM Counts on QUALTÉ.

Addressing customer service issues is vital for every business, but whenInternet.com began charging for its popular website traffic counterprogram at TheCounter.com™, it needed help handling customerrequests, and FAST. Qualté to the rescue!

"TheCounter.com has 1.5 million users, and their support needs simply outgrewour ability to respond to their requests. Our policy is to answer every user's

question within 24 hours, and it was getting very difficult to do that using astandard email program," said Gina Calabro, Director of eCommerce forInternet.com. "I was afraid important messages would get lost. We needed acustomer support system that would help us quickly sort and reply to inquiriesand track all our customer correspondence.“

The ability to track and record communications with users and respond toroutine questions using template answers, plus its ease of use sold Calabro onQualté's customer service system. "I took a look at the Qualté system and wasimpressed by how useable it is."

When it came to implementing Qualté, Calabro was also impressed. "Hardware

and software was not a problem. Everything is handled through Qualté. I'm anon-technical person, so initially I spent a couple hours setting up our system.Qualté's support staff was always accessible, and now that I'm familiar with it Icould do another implementation in 15 minutes. It's really quick.“

And once TheCounter.com started using Qualté, Calabro saw the benefitsimmediately. "It's helped alleviate the huge amount of customer emails comingin. That's a major plus." The Qualté system helps cut down on the number ofcustomer questions because more customers are able to find their own answersin TheCounter.com's FAQs using Qualté's natural-language search technology."Qualté's reduced the number of customers who need to contact us at all," saidCalabro.

Another important advantage of the Qualté system according to Calabro istrackability. "We're able to track all correspondence back and forth withcustomers, so if someone says their request wasn't answered, now we have thecase log to prove it.“

The Qualté system also makes handling customer correspondence moreefficient. "The ability to sort cases by different categories and priorities keepsthings organized, and we're able to respond to requests much quicker using thetemplate answers we've designed for the routine types of questions we get allthe time. And now we don't have to keep all those files on our hard drivesbecause correspondence is stored by Qualté and always accessible on the Net

through our Qualté account.“

It's easy to see why Internet.com counts on Qualté.

PRIMARY BENEFIT

Trackability - Ability tokeep a case log of allcustomer correspondence

Other Benefits

Real-time webcommunication

Template answers can besaved for reuse withcommon questions

Immediate reduction involume of customer servicerequests

Natural-language searchof FAQs helps customers findtheir own answers

Quicker response tocustomer inquiries

User-friendly system

System implemented in 2hours

INTERNET.com PROFILE

Division of INT MediaGroup, Inc.

Network of over 160

websites providing globalreal-time news, informationand media resources for theInternet industry andinformation technologyprofessionals

Produces 225 emailnewsletters

Generates 225 millionpage views monthly


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When Customer Support Became an Issue,

PhoneHog.com Called QUALTÉ.

Sooner or later it happens to all successful new businesses: They reachthe point when providing a high level of customer service starts making itdifficult to focus on their main line of business. When PhoneHog.comreached that point, it called Qualté.

"When we first started the business, we had one employee in charge ofanswering customer emails and providing support, and it wasn't much of an

issue," said Bill Diamond, head of customer support for PhoneHog.com. "But aswe grew to over 1.5 million members, customer support became overwhelmingand it was taking up way too much time. We knew we needed a solution, but ithad to be cost-effective. Obviously in this tight business environment we didn'twant to have to start hiring extra staff. That's where Qualté came in.

The Qualté customer support system has been designed specifically for small tomedium-sized businesses that, just like PhoneHog, need an efficient method ofhandling customer inquiries that's inexpensive and simple to use for non-technical staff. Qualté reduces the load for customer support representatives byhelping customers help themselves and by making it easier for reps to handleinquiries. "When we found Qualté it seemed like a great fit for us," continuedDiamond. "It has what we need.“

According to Diamond, implementing the Qualté system was trouble-free aswell. "Setting up was quick and painless, especially compared to other softwareimplementations I've been a part of that were very tedious. It didn't take us longat all to get up to speed.“

And setting up the Qualté system wasn't the only thing that was quick.PhoneHog started seeing the system's benefits "from day one," enthusedDiamond. "The biggest change we've seen has been the reduction of hours wehave to spend on customer service. Now a lot of the simpler questions areanswered automatically by users doing natural-language searches of our FAQs.

And the system's template answers feature makes it easy for us to quicklyrespond to many of the inquiries that do get escalated to us. It's a great timesaver. Plus it's a better tool for our customers to get more in-depth answers totheir questions.“

When it comes to maintaining and using the Qualté software, Diamond had thisto say: "Integrating the system was no problem, and it's become an easy part ofour day-to-day operations. In fact we're going to turn customer service issuesover to a new person shortly, and I have no doubt that he'll be able to pick upthe system very quickly.“

Diamond was happy to tell others about PhoneHog's success with Qualté.

"We're very pleased with Qualté and would definitely recommend it toanyone…in fact I have recommended it to others."

PRIMARY BENEFIT

Time Saved - Reduction ofhours needed to be spent oncustomer service issues. "It'sa great time saver.”

Other Benefits

Cost-effective solution

Saw benefits "from dayone"

No additional staff needed

Helps customers helpthemselves

Setting up was quick andpainless

Customers get more in-depth answers to theirquestions

PHONEHOG PROFILE

Telecommunicationsrewards program offeringfree long-distance minutesfor shopping on the Web

Over 1.5 million members


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Implementing Customer Service as a Powerful Sales Tool,

PHENOMENEX Realizes Increased Sales Using QUALTÉ.

“Historically, we’ve been behind the times when it came to informationtechnology, but growth demanded that we turn to technology to service our ever-increasing customer base or lose it. That’s where Qualté came in,” said FashaMahjoor, CEO and founder of Phenomenex.

Phenomenex is the leading manufacturer of high performance chromatography productsused in the pharmaceutical, petrochemical and biotechnology industries. The 60 personsales team and 5 person support team services over 30,000 individual end-user

customers in well over 8,000 companies all over the world including GlaxoSmithKline,Pfizer, Eli Lilly and dozens of other Fortune 500 companies. With sales, support andmanufacturing offices located in over 10 different cities worldwide, providing each salesperson and the support staff with complete, up-to-minute support and sales histories foreach of the 30,000 customers and 8,000 interlinked accounts was vital in gaining andmaintaining the company’s leading market position.

“The ability to provide multi-channel support and then aggregate that information in asingle, centralized location accessible to the entire sales and support team regardless oftheir physical location was a paramount concern. Each individual sales person andsupport staffer was their own independent support department with very little informationsharing, collaboration or help between staff members. The result was lost sales, highercustomer turnover and lower revenue,” said Emmet Welch, Director of Special Projects.

After consulting with several software providers, including Qualté, the decision was madeto implement a Qualté XL solution for its ability to power virtually every support channelincluding phone, email, chat, problem ticketing, RMA system, the ability to integrateseamlessly with existing back end systems and much shorter implementation time andlower cost compared to other vendors.

The actual implementation involved integrating with a sales database and the orderfulfillment and tracking system, both home-grown systems. “We had real concerns aboutQualté’s ability to integrate with our existing back-end systems since they were home-grown, not off the shelf software products. We were very pleasantly surprised by theQualté engineering team’s ability to understand our technology and find creative, cost-effective ways of giving us the integration we desired,” said Welch when describing theinitial integration effort.

Six weeks after being the project, the integrated Qualté solution was rolled out to theinternal sales and support staff. “I’m not the most technology savvy person in the worldbut the Qualté system was very intuitive and I had very little trouble using it every day tocheck on the status of my clients’ issues, and having a consolidated view of each of myclient’s sales, support and ordering history has been a great tool in generating moresales and keeping more customers,” said Sam Lodge, Director of International Sales.

Twelve months after implementing Qualté, Phenomenex has realized a 30% reduction incustomer turnover and a 10% increase in sales totaling over $4 million in overallrevenue. “Since implementing Qualté XL, my staff is more efficient and responsive tocustomer needs and is able to focus more time on selling and less on putting out fires.While sales for our competitors has either gone down or remained stagnant, our saleshave increased for the 10th straight year due to our commitment to being a market

leader in every sense, especially when it comes to new and better ways of taking care ofour customers,” said Fasha Mahjoor, CEO and founder of Phenomenex.

PRIMARY BENEFIT

Increased Sales - Moreefficient, responsive stafflead to increased sales

Other Benefits

Multi-channel support—phone, email, chat

Centralized customerdatabase available for entiresales and support team

System available fromanywhere in the world

Ability for sales andsupport staffers to sharecustomer information

Seamless integration withexisting SFA and other back-end systems

Short integration andimplementation schedule

Affordable price

Intuitive, easy-to-usesystem

PHENOMENEX PROFILE

Leading manufacturer ofproducts used in the

pharmaceutical,petrochemical andbiotechnology industries

Successfully supplies andsupports customers in 57countries

Corporate growth rates of20 to 30% per year since itsinception

Over 400 employees

Annual sales ofapproximately $40-50million


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CRM Success Stories

ABOUT QUALTÉ

Qualté is a leading provider of cost-effective, scalable, fully hosted, e-customer service applications forbusinesses of every size. Qualté’s customer service solutions are designed for rapid implementation andminimal product training. Businesses using Qualté's products experience immediate reductions in incomingcustomer service requests while simultaneously improving service response times and increasing customerretention.

Whether your company has one customer service representative or 50, Qualté has a solution designed to fityour needs and your budget.

Qualté was established in January 2000 and is headquartered in Los Angeles, California. Qualté clients andpartners include: E! Entertainment Network, NetMagazines.com, PitneyBowes, Salesnet, Upshot, StarvingStudents Movers, BrandMuscle, Internet.com, Roving, Pictage.com, Bravenet, Brainshark, ASP.com,ePublicEye...and many more.

THE AUTHORS

Jerad Schempp, Chief Operating Officer

A South Dakota native, Mr. Schempp graduated from Syracuse University's School of Law and School ofBusiness with a JD/MBA degree in 1995. After moving to California and passing the California State Bar, Mr.Schempp gained extensive experience with the Internet as VP/Corporate Counsel and co-founder of Alfies.com,a pioneer in online entertainment industry merchandising and marketing. Under Mr. Schempp's guidanceAlfies.com became not only successful, but also profitable--a true rarity during the Internet's early days. AsCOO, Mr. Schempp is primarily responsible for guiding Qualté’s day-to-day internal operations and ensuringthat Qualté gets the maximum value out of every dollar spent in realizing its business [email protected]

Peter Kim, Chief Executive Officer

Mr. Kim has led business development, marketing and product development efforts for several Internet/softwareventures including ePerson, Zkey and Dynamics Direct. As the Sr. VP of Business Development and Marketingfor ePerson, Mr. Kim helped pioneer the integrated application of personalization, universal ID and ASPtechnologies. Mr. Kim has had similar responsibilities at Zkey in developing Internet and wirelesscommunications applications and at Dynamics Direct in developing one-of-a-kind interactive, rich mediamarketing applications. Mr. Kim also spent over 5 years in senior sales and marketing positions in the biotechindustry prior to entering the technology arena. He is responsible for executing Qualté's long-term vision,leading the senior management team and ultimately driving Qualté to market dominance. Mr. Kim is a graduateof The University of California, Davis with a Bachelors of Science degree in Biological Sciences.

[email protected]

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